Job Description

Requirements / Qualifications

• Matric or equivalent
• Microsoft Power BI skills will be advantageous
• Tertiary qualification in project management will be advantageous
• 3 years of customer service experience
• 3 years of experience with Netstar and related systems
• Exceptional written communication skills
• Tracking experience essential
• Mining experience essential
• Outstanding client interaction skills
• Dynamic personality
• Fantastic problem-solving skills

Key Roles / Responsibilities

• Taking ownership of client accounts – Cradle to grave
• Setting up of SLAs / Scopes of work
• Visiting clients – daily, weekly, and monthly
• Building relationship with client
• Setting up, running with, and completing specialised client projects
• Identifying processes to better client service
• Sending feedback regarding client status, concerns, and improvement to management
• Conveying and actioning client requirements to relevant departments
• Liaison between different departments
• Daily/weekly/monthly feedback to Bureau Management on reporting / non reporting units
• Working closely with the Planning department regarding fitments
• Escalating and sorting out support/software related issues on clients’ systems
• Ensure client satisfaction with Netstar services
• Escalate problems for speedy resolutions
• Produce reports to meet client requirements
• Analyse data accuracy prior to distributing reports
• Managing Tagging System
• Ensure CAPS BI dashboard is functioning correctly
• Provide onsite System training with commissioning
• Identifying faulty units, getting contact details, and emailing Bureau/PSD to arrange attendance
• Compiling incident reports
• Ensuring client Operational Unit Update levels are maintained at 98%
• Presenting FIS packages to prospective new clients
• CCMA / Court representation as expert witness
• Manage the FIS mining team in terms of – SLA and SOP’s, performance appraisals, overtime, leave, staff meetings